Assistant Manager, Customer Contact Centre
On-siteHong Kong, Hong Kong
Job Summary
Assist the Team Manager to supervise the hotline team, ensuring achievement of Customer Service KPIs through regular monitoring, MI, and real-time floor oversight. Process escalated cases regarding insurance products and services, providing real-time support and solutions to resolve customer feedback while handling dissatisfaction to build long-term trust. Motivate, coach, and develop staff via on-the-job training and team meetings to drive individual and team objectives. Assist with resources planning to ensure sufficient manpower support and conduct real-time call monitoring to maintain call quality. Requires a degree, IIQE exam pass, and minimum five years in Customer Service Operations with two years in supervision.
Required Qualifications
- Degree holder
- Passed IIQE exam Paper 1, 3 & 5
- Minimum 5 years of experience in Customer Service Operations
- 2 years in supervisory role
- Good written/spoken English/Chinese (including Mandarin)
- Proficiency in Microsoft Office
- Self-motivated
- organized
- a committed team leader
- Strong leadership and interpersonal skills
- Able to work independently under pressure and deal with difficult situations in a friendly manner
- Good time management skills and able to meet tight deadlines
- Positive, pro-active and customer oriented
- Good analytical and problem solving skills
Desired Qualifications
- Experience in insurance or financial industry will be an advantage
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